Support
Use this page when you need help with an account, project, checkup report, uploaded evidence, beta feedback, or a suspected product issue.
Support paths are available for beta readiness, but this draft does not promise a fixed response-time SLA. Do not include production secrets, private keys, signing certificates, or customer data in support messages.
Beta Trust Boundaries
- HatchCheck does not guarantee Apple App Store or Google Play approval and is not legal advice.
- Users are responsible for final submission decisions, official declarations, app behavior, and legal review.
- Beta limitations apply; HatchCheck marks missing or unverified evidence as not verified.
- Limit sensitive evidence uploads to what is needed. Do not upload private keys, signing certificates, production env files, production secrets, customer data, or real demo passwords.
- Related contact paths: support, security, data requests, and privacy requests.
What To Include
Clear context helps HatchCheck investigate without requesting unnecessary sensitive data.
- Your account email and the project or report name.
- The route or screen where the issue happened.
- What you expected to happen and what actually happened.
- Whether this affects account access, uploaded evidence, checkup findings, report delivery, or reviewer notes.
- Screenshots are helpful when they do not reveal secrets, credentials, or unrelated customer data.
Bug Report Format
Use this structure for a product bug or broken flow.
- Summary: one sentence describing the issue.
- Steps to reproduce: numbered steps from login or project creation through the failure.
- Expected result: what HatchCheck should have shown or done.
- Actual result: error message, missing state, incorrect finding, or broken route.
- Environment: browser, device, deployed URL, and approximate time.
Beta Feedback Format
Use this structure when the checkup result is confusing, too generic, or missing important launch context.
- What app or app category was being checked.
- Which finding, recommendation, or report section felt unclear.
- What evidence you expected HatchCheck to use.
- What would make the recommendation more actionable before submission.
- Whether you want HatchCheck to treat the item as feedback only or a support request.
Support Categories
Choose the closest category in the email subject so the request can be triaged.
- Account access or login issue.
- Project, checkup, or report issue.
- Evidence upload or file access issue.
- Privacy/data request.
- Security report.
- Beta feedback or product-quality concern.
Report Delivery, Refund, and Upload Concerns
Use support for manual App Checkup fulfillment questions without sending unnecessary sensitive material.
- For report delivery, upload, refund, satisfaction-review, or product-quality concerns, email support@gohatchcheck.com with the project/report or order reference and a short summary.
- Paid report support includes a draft satisfaction-review path when a report is generic or not app-specific. A later Apple or Google rejection by itself is not a refund reason.
- HatchCheck can start upload-light with screenshots, public URLs, SDK lists, store copy, privacy/support URLs, and an app description.
- No production secrets needed. HatchCheck does not need private keys, signing certificates, production .env files, service account keys, customer data, or real demo passwords for the V1 App Checkup.
- You can keep demo credentials local. Paste them into Apple or Google reviewer access fields outside HatchCheck.
- Deletion, export, correction, account-closure, or upload-security concerns can be sent to privacy@gohatchcheck.com while automated controls mature.
Support email
For account, checkup, report, upload, bug-report, or beta feedback support, email support@gohatchcheck.com.